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Helpdesk
 
Helpdesk

This module helps organize technical support services to give site users a more transparent method of making inquiries using the web interface and e-mail. Visitors can make their requests or inquiries, receive replies and continue the discussion if necessary. The administrator can monitor the support service in real time, as well as appoint and reassign persons in charge, ensuring the quality and efficiency of their work.

 
Main Features

Helpdesk allows you to:

   
 Receive support requests via web interface, e-mail, forums, phone and other sources
Attach images and documents to the request
Use an anti-spam filter
Assign a responsible person to the ticket
Place notes and commentary on tickets that are exclusively visible to helpdesk staff
Track request history
Obtain reports and build graphs to evaluate the work of the helpdesk
 
By referring to the helpdesk, a user can:
send a support request (trouble ticket) to tech support using the web interface, e-mail or by phone;
 attach an image to the message (e.g. screenshot);
 choose the ticket category;
 set the priority level of a ticket;
 receive confirmation via e-mail;
 receive replies via e-mail;
 evaluate replies;
 continue discussion;
 close the ticket.
 
This module's functions empower your technical support by allowing them to:
receive support requests via the web interface, e-mail, forum, phone or other sources;
 classify requests by category;
 assign a responsible person to each category:
 
when creating a new ticket, a responsible person can be assigned automatically depending on category and priority level; a default responsible person can be assigned;
 after a ticked is created, the responsible person will receive an e-mail notification;
 if a responsible person cannot be assigned, the notice is sent to all Techsupport administrators;
 if a ticket gets modified, the ticket author is notified via e-mail;
 if a ticket gets modified by the author, the responsible and/or techsupport administrators of the ticket are notified via e-mail;
 add new ticket statuses (e.g. New, Open, Resolved etc);
 customize evaluation levels (e.g.: Satisfactory, Incomplete etc.);
 customize priority levels (e.g. high, normal, low etc.);
 configure additional information sources (e.g. email, phone, forum etc.);
 receive support requests using the Mail module;
 mark email messages as spam, thereby teaching the Mail module;
 perform actions on tickets (close; open; mark as not spam; mark as possible spam; mark as spam etc.);
 include hidden messages visible only to tech support team members in the context of a ticket so as not to reveal internals tech processes to the ticket author;
 register new tickets in the Statistics module;
 display information on users who viewed the ticket for a certain period;
 assign permissions to access the Tech support module;
 view helpdesk reports displaying the number of new, closed and open tickets (by responsible person, priority level, current status etc.);
 build graphs: tech support workload, time required to solve problems, number of messages exchanged to resolve problems;
 view graphs on a per-site basis;
 bind ticket source, questions and answers, estimates, status, and priority levels to multiple sites.
 
List of tickets
List of tickets
 
All the questions posted to the techsupport service will be placed in personalized section of the site with access granted only to the authorized staff.
 
Processing Requests
Users can address their questions by filling a special form, sending an e-mail message, by call etc. All requests are classified by category and emergency level. E-mail and form requests are registered automatically; otherwise, the techsupport staff should do it manually.
 
Registered tickets can be viewed only by the author (client) and the techsupport staff. Techsupport members can take an advantage by adding comments invisible to the ticket author
 
When replying to a ticket, a techsupport member sets the problem solution status. The client watches the status and receives replies via the e-mail.
 
Request History
The system keeps the whole history of techsupport requests. The techsupport staff can always track back to an old problem, view the solution sequence and offer the most effective formula to a client.
 
Helpdesk Management
The techsupport administrator can configure ticket categories, create emergency levels, assign responsible persons, create and edit message templates and more.
 
Trouble tickets dictionary
Trouble tickets dictionary
 
 
Reports
The reports and graphs show:
  • open and closed tickets;
  • average solution duration;
  • average messages required to solve a problem etc.
 
Helpdesk staff charge chart
Helpdesk staff charge chart
 
Solving problem period chart
Solving problem period chart
 
Number of messages in closed trouble tickets chart
Number of messages in closed trouble tickets chart
 
Antispam
You can mark the suspicious messages as spam and delete them. The self-educating nature of the system ensures that all similar messages will be black-marked and/or deleted.
Actions on tickets
Actions on tickets
 
 
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